Double glazing problems and FENSA

lolly5648

We used a recommended local double glazing company who are members of Fensa and are having problems with them.

They fitted new windows and doors and did a good job but when we started cleaning them a few days later we noticed that 6 of the windows had deep scratches and a fanlight had a chip.

Their assessor agreed the windows should be replaced but that's the last we have heard. We ring them and leave messages on the owner's mobile, speak to the office and the girl says he will ring back but he never does. We have been waiting for 4 months.

Can we ask Fensa to inspect the work - is this something they do? Or do we have to go to trading standards or the small claims court, which we really don't want to do? We haven't received a Fensa certificate yet either.

We are at our wits end with this. Any suggestions for what we can do.

aa4466

If I was you I would ring FENSA and ask them what they suggest.

http://www.fensa.co.uk/FENSAcontact.aspx

sashman

lolly5648 wrote: »

Can we ask Fensa to inspect the work - is this something they do? Or do we have to go to trading standards or the small claims court, which we really don't want to do? We haven't received a Fensa certificate yet either.

We are at our wits end with this. Any suggestions for what we can do.

lolly5648
You say their assessor, that’s the company service engineer presumably?

First off Fensa wont help, they cant, its a quality problem not a building regulation fault, so its down to getting the company to act.

Write to them saying they have 14 days to address the problem otherwise you are taking them to the small claims court (cheapest method, if less than £5k)

I am concerned that Fensa cert hasn’t been sent, its instant once the installer registers the job. My guess is they aren’t Fensa registered or haven’t registered your job.

Check their details on the Fensa web site its easy www.fensa.org.uk

If this is the case tell Fensa they will sue the company for trading on their name, and may take more of an interest/help you but quality really isnt their issue.

Check to see if they are members of a trade association, as they will have an arbitration scheme like the GGF, because people that use GGF members get recourse to the GGF and THEY DO HELP.

Unfortunately may people are price driven.

Most don’t bother checking if companies are members of Fensa or GGF before the contract, only to find out later when its too late and they need the protection. That’s when a little extra price becomes exceptionally good value!

On the upside scratches can be "polished" out by sanding the surface, and using a sealer. I don’t like it as the worked area tends to collect dirt far easier.

Unfortunately if the quality is bad then court action is the only route and I suggest you act quickly, the longer you wait the less chance they'll be there

good luck
sashman

lolly5648

Thanks for your reply. The company are Fensa registered - we checked before we used them and again last week on the Fensa website. Two other people we know used them and were very pleased with their work as are we except for the fact there are scratches.

I spoke to their office on Friday and said they had 7 days to replace the glass otherwise we are going to court but I didn't do it in writing. I will do this on Tuesday and give them 14 days which I think is fair.

sashman

lolly5648 wrote: »

Thanks for your reply. The company are Fensa registered - we checked before we used them and again last week on the Fensa website. Two other people we know used them and were very pleased with their work as are we except for the fact there are scratches.

I spoke to their office on Friday and said they had 7 days to replace the glass otherwise we are going to court but I didn't do it in writing. I will do this on Tuesday and give them 14 days which I think is fair.

If the scratches are on the glass they too can be polished out, only it takes for ever so its quicker/cheaper to replace. Do keep a written diary of events and copies of letters, may never need them but it always helps should things go legal

sashman